Technical Support Engineer - HCLSoftware

HCL Link Platform, and its IBM logoed product, IBM Transformation Extender (ITX), are based on a strategic universal data transformation engine, and associated tooling. HCL Link and ITX are used across many industries around the world and integrated with prominent IBM products. Here is your chance to work with a highly skilled product support team on solutions that provide complex data processing capabilities for some of the most mission critical applications in the world from stock exchanges and pharmaceuticals to manufacturing, insurance and global commerce.

Position Responsibilities:

• Provide technical support for our business-to-business software products that transform business data and connect with applications using Connectors to our World-Wide customer base. 
• Diagnose complex technical problems and create test scenarios on a wide variety of platforms. 
• Deliver accurate solutions in a timely and effective manner. 
• Identify potential product defects and escalate to development.
• Work effectively within a team environment and foster good relationships with cross functional teams. 
• Author and publish web-based technical articles and help improve content that enable users and customers to independently resolve issues.
• Manage and prioritize customer concerns and questions per severity and impact, resolving them within agreed service levels;
• End-to-End case ownership from case receipt to resolution, individually while being part of a team.
• Product related assistance to Pre-Sales/Sales/Deployment Teams.
• Grow to become a Subject Matter Expert in the IBM Transformation Extender and Link products and its related technologies.
• Represent Customers within the HCL organization, represent HCL with our customers.

Position Details:

• As a Technical Support Engineer, you will be responsible for providing support to users of business-to-business software products that transform business data from one format to another and connect to applications.  You will provide advanced technical support to our World-Wide customer base for these data transformation products.
• What does it mean to be part of the HCLSoftware Worldwide Technical Support team? It means being part of supporting a software that has been recognized to be an industry leader in its specific domain. The Transformation solutions of HCL and IBM are essential and critical for many of the worlds’ largest Supply chain, healthcare and financial companies.
• Candidates will apply technical and soft skills to understand the customers’ product usage environments, attempt to recreate failure scenarios reported by the customers, research available documentation to find known solutions or troubleshooting information, partner with the product development teams to identify potential product defects, and manage the relationship with customers to ensure customer satisfaction.
• The ideal candidate will be highly motivated, possess strong written and verbal communication skills and have a strong desire to want to work with clients to resolve product issues.  Exceptional client service skills and the ability to work with people in a technical environment face-to-face and remotely are a must. You should enjoy analyzing, troubleshooting and recreating client environments. You’ll be working and escalating technical problems to development for resolution while providing effective and timely communication to our clients. The ability to interact effectively, patiently, and amicably with customers by telephone or via remote sessions is a critical success factor for this position. You will also be expected to develop content for our product knowledge database. Occasional travel may be required. The ideal candidate is expected to be a strong team player.

Position Requirements:

• Minimum Qualifications:
• Bachelor of Science (BS) degree in Computer Science, Computer Engineering, Information Systems or equivalent experience.
• 2-7 years of experience in software product support.
• Demonstrated problem determination / debugging skills.
• Demonstrated critical thinking and analytical skills
• Since the products are supported on multiple operating systems, including Windows, Linux, AIX, HP and zOS, familiarity with those operating systems is desirable.   Basic knowledge in Enterprise DBMS such as Oracle, Microsoft SQL Server or IBM DB2, PostgreSQL.
• Excellent verbal and written communication skills
• Knowledge of WebServices/RESTful APIs
• Cloud experience will be a plus

Technical Knowledge and Skills (preferred):

• Platforms: Windows , Linux, Unix (AIX, Solaris, HP)  , Z/OS
• Products/Technologies:  
• Primary product - ITX/WTX ( IBM Transformation Extender),
• Nice to have -  REST, Cloud Native, Docker, Kubernetes, IBM APP Connect /Message Broker (ACE / IIB) ,IBM MQ ,IBM Sterling B2B, IBM Data power, Integration platforms/ETL tools such as Dell Boomi, MuleSoft, Informatica.

• Basic knowledge in Enterprise DBMS, such as Oracle, Microsoft SQL Server or IBM DB2
• Knowledge in Java, JSON, python.
• Ability to accurately identify, diagnose and resolve technical problems.
• Demonstrated critical thinking and analytical skills.
• Ability and willingness to continually increase technical knowledge and skills through self-directed, independent study

Non-Technical Knowledge and Skills:

• Strong problem solving and time management skills
• Ability to work on multiple tasks simultaneouslyAbility to communicate clearly and calmly both verbally and in writing.
• The ability to interact effectively, patiently, and amicably with customers by telephone and remote web sessions is a critical success factor for this position.
• Possess a solid command of English grammar and spelling both verbally and in writing.
• Ability to concentrate, think quickly and work in a fast-paced contact center environment.Ability and willingness to continually increase communication and non-technical skills through self-directed, independent study.Ability and willingness to work a variable 8-hour shift.
• Ability to adapt quickly and amicably to changes.

Education, Training and Experience (Preferred):

• BSc in Computer Science, Computer Engineering, Information Systems or equivalent experience supporting computer software in an in-bound contact center; this includes fundamental computer programming and, especially, problem solving skills

Language requirement:

• English - fluency mandatory.
• Any other language skills (Nice to have) - Japanese, Chinese, Korean, French, German, Portuguese, Spanish